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Set up a team inbox

Step by step: set up a shared mailbox like support@ for the whole team.

This guide walks you step by step through setting up a shared mailbox like support@ that your whole team runs together — from inviting members to automatic pre-sorting. Time: ~10 minutes.

Prerequisite: the team features are part of the Team plan. To set things up you need the Owner or Admin role.

Team area: members with roles, invite field and ‘shared mailboxes'
The Team area: members & roles, invitations, and sharing mailboxes.

1. Create a team & invite members

  1. Open the Team section at the top.
  2. If no team exists yet, create one on the left under "New team" and give it a name (e.g. "Support team").
  3. In the "User's email address" field, enter a colleague's address, choose the role and click Invite. They receive an email invitation and sign in with their own login.
  4. The roles at a glance:
    • Viewer: reads along but can't reply or change anything.
    • Member: works on threads — assign, reply, notes, tags.
    • Admin: additionally manages members and team settings.
    • Owner: full control including billing.

Roles can be changed later anytime via the dropdown next to each member.

2. Share a mailbox with the team

  1. Make sure the shared mailbox (e.g. support@company.com) is connected — see Connecting mailboxes.
  2. In the Team area under "Shared mailboxes", pick the account at "Choose your mailbox…" and click Share.
  3. From now on all members see this mailbox's threads and work on them together. Note: a seat is only used once a member joins.

The mailbox credentials stay with you — what's shared is team access, not the password.

3. Responsibilities & assignment

  1. Decide who triages the inbox each morning (review and roughly assign).
  2. Open a thread and choose the owner under "Assigned to" at the top.
  3. Each person filters the list via "Mine" (assigned to me) and works through their cases.
  4. An assignment can be changed or handed back at any time — so it's always clear who's on it.

4. Internal notes & collision detection

Coordinate right on the thread via internal notes — visible to the team only, never to the sender. When someone starts replying, collision detection shows it in real time so no duplicate answer is sent.

5. Check send-as

Reply from the team mailbox so mail goes out under the shared address (e.g. support@company.com) instead of your personal one. Internally it stays traceable who actually sent it.

6. Pre-sort automatically (optional)

With filter rules you sort incoming threads right on arrival: e.g. tag everything from a domain with a tag and assign it to the responsible person automatically.

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